Payne, Shelia. <br/><br/>
Delivering customer service:   how to win a competitive edge through managing customer relationships successfully / 
Shelia Payne 
 - Hongkong :  Grolier International,   c1997. 
 - 188 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0717297403 
<br/><br/><label>Index Terms--Curriculum Objective: </label><br/>Marketing Management --M211, <br/>Introduction to Marketing Management --MGT155,